Macro QA Analyst

About Reserv

Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike.

We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can’t wait to meet you.

About the role

We are seeking an experienced Macro QA Analyst to join our Quality Assurance team. This is a strategic, client-facing role focused on identifying systemic issues before they impact our customers. You will conduct hypothesis-driven target audits, partner with account management teams, and drive root cause analysis that protects our commercial relationships and drives meaningful operational improvements.

This role is perfect for someone who loves investigative work, has deep claims expertise, and wants to make a tangible impact on business outcomes.

What you'll do

• Proactive Issue Identification: Find problems before clients do by conducting strategic target audits across accounts, lines of business, and exposures
• Hypothesis-Driven Investigations: Develop and test hypotheses about potential quality issues, then execute detailed audits to validate findings
• Strategic Analysis: Conduct deep-dive, exposure-specific, LOB-specific, and client-specific reviews that require seasoned claims judgment
• Account Partnership: Participate in account management calls, discuss client expectations, and serve as a trusted quality advisor
• Root Cause Analysis: Lead root cause investigations with leadership teams, present findings with clear recommendations and action plans
• Accountability & Escalation: Follow through to ensure action plans are executed; escalate when teams don't follow through on required actions
• Collaboration: Work closely with Micro QA team on escalated issues and with leadership to drive systemic improvements

What Makes This Role Unique

Unlike traditional QA roles focused on individual file audits, Macro QA is strategic and

investigative. You'll have the autonomy to identify what to investigate, design your approach, and drive change at the account and organizational level. Your work directly protects revenue and strengthens client relationships.

Required Qualifications

• Claims Experience: 3-5+ years of claims adjusting experience across multiple lines of business
• Technical Expertise: Strong understanding of exposures, coverage, and regulatory requirements
• QA/Audit Background: Previous quality assurance, audit, or quality review experience
• Analytical Skills: Demonstrated ability to identify patterns, trends, and root causes in complex data
• Communication: Excellent written and verbal communication skills, comfortable presenting findings to leadership
• Strategic Thinking: Ability to see both details and big picture; hypothesis development and problem-solving skills

Preferred Qualifications

• Experience working across multiple client accounts or business units
• Track record of identifying and resolving systemic operational issues
• Client-facing or account management experience
• Experience with data analysis tools and dashboards
• Familiarity with AI/LLM tools in claims or quality processes

Key Competencies

• Investigative Mindset: Natural curiosity about why issues occur, not just what occurred
• Strategic Thinking: Ability to develop hypotheses and design audits to test them
• Inde